Reporting Manager

Key Responsibilities

• Oversee the daily, weekly, and monthly generation and delivery of client-facing and operational performance reports (KPIs, SLAs, CSAT, attrition, staffing).
• Lead, mentor, and performance-manage a team of Reporting and MIS Analysts.
• Partner with Operations, Quality, and Client Services leaders to translate complex data into business insights and process improvements.
• Design, build, and maintain automated dashboards and visualization tools (Power BI, Tableau, Advanced Excel).
• Ensure data integrity, accuracy, and auditability across all BPO reporting channels and database repositories.
• Identify operational trends, performance bottlenecks, and variance root causes, presenting recommendations to senior leadership.

Qualifications & Requirements

• 3–5 years of progressive reporting/MIS experience in a BPO or shared services environment, with at least 1–2 years in a leadership or supervisory capacity.

• Technical Skills:

  • Advanced proficiency in MS Excel (VBA, Macros, Pivot Tables, Power Query).
  • Hands-on experience with Business Intelligence tools (Power BI, Tableau, or QlikSense).
  • Strong knowledge of SQL and database queries/management.
  • Familiarity with BPO telephony/WFM tools (Avaya, CMS, Verint, Genesys, or Nice).

• Bachelor’s degree in Information Technology, Computer Science, Statistics, Mathematics, Business Administration, or a related field.

• Exceptional analytical thinking, strong verbal and written communication skills, and the ability to present data clearly to executive stakeholders.

• Flexibility to work rotational shifts, night shifts (US client hours), or weekends as required by business operations.